Guest Experience Manager na The Franklin Institute

Summary/Objective

The Guest Experience Manager will supervise and execute all aspects of the museum floor operations with a primary focus on the ticketing and guest services functions. This customer-focused position must ensure that all of the areas perform successfully, meeting the operational, professional, and customer standards of the museum to deliver a world-class visitor experience.

Essential Functions -- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

• Supervise all departmental staff members and assist with any job function when needed
• Successfully oversee the daily operating plan, including management of first aid and lost and found 
• Create a fun, positive, inclusive team environment for all staff members
• Monitor departmental standards with a focus on delivering a World Class Visitor Experience
• Manage and evaluate staff performance 
• Responsible for staffing; including recruiting, interviewing, hiring, and training
• Assist with customer service training and reward and recognition programs for all front line staff
• Assign and adjust staff members on the daily schedule to cover the museum based upon the days business pressures
• Establish a significant presence on the floor to ensure all areas are operating successfully and that the staff members are having fun
• Ensure the security of all revenue collected through the ticketing area by observing established theft deterrence measures
• Execute the daily box office cash out including verifying all vouchers and coupons
• Responsible for safe reconciliation and ordering operating funds as needed 

Additional eligibility requirements – Include work hours, schedule, and physical requirements

• The work schedule is subject to change at any time based upon business needs and attendance
• Must be available to work evenings, weekends, and holidays 
• Must be able to stand and walk for long periods

Required/Preferred Education and Experience 

• A Bachelor's degree is preferred or a minimum of 3 to 5 years of experience managing staff in a sales and customer service setting are required
• Proven success operating within a high volume ticketed venue or visitor facing organization
• Experience coaching, motivating, and monitoring staff members in a fun, energetic environment

Required Competencies – Knowledge and behaviors needed to be successful in a job.

• Ability to handle multiple tasks, make decisions and work in a busy environment
• Outgoing, positive, and team-oriented personality
• Excellent coaching and training ability and a proven track record of managing employees while providing excellent customer service
• Customer service oriented 
• Strong problem-solving skills
• Ability to appreciate and be sensitive to the feelings of others
• Professional/Work Ethic
• Excellent Oral communication skills

Positions Dimensions -- Titles and number of people in each title reporting to this position

• All Floor Staff – the number will vary based on business needs.  The min. 5 to 10, max. 50 to 70 

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.